Articles on: Peoplelogic Optimize

What Events Does Aggregate from uses the latest REST API to aggregate events from the Intercom workspaces that you grant access to.  Out of the box we aggregate the following events:

Contact Created
Contact Updated
Support Chat Started ✅
Support Chat Closed ✅
Support Chat Reopened ✅
Support Chat Assigned
Support Chat Updated
Note Event Sent (these are CRM specific vs the ones from tools like Slack)

✅  Good KPI choices for this integration

Advanced Insights

Lexi can also use the Intercom data to produce advanced insights, not simply event data.  Those advanced values to query are:

time to first reply ✅  
time to first close
time to last close ✅
time to assignment
number of messages
support rating ✅

For more sample queries, including these advanced sales queries, check out the Lexi Query Library.


Additionally, Peoplelogic aggregates the following metadata for Intercom events.  This data may be used in advanced models and may not be queried directly:

* Create Date
Account ID
Contact Email
Conversation State
Conversation Rating
Conversation Rating Remark
Time to First Reply
Time to Assignment
Time to First Close
Time to Last Close
Number of Messages
Conversation Contacts
Conversation Contact Email

Updated on: 17/11/2023

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